Performance management for citizen contact: Brisbane City
Council, Australia
Employing 180 contact centre consultants that provide
information 24 hours a day, seven days a week, this
large government organisation responds to over 1.6
million contacts every year via the telephone, email and
TTY, used for hearing and speech impaired customers.
Using a call / screen recording and performance
assessment system powered by QPC technology, the
organisation was able to improve coaching and e-Learning
effectiveness, whilst creating a fairer assessment
process for their Contact Centre agents. The system also
helped improve service performance and assisted in
delivering a uniform customer experience across the
board.
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